服务运作管理整合的视角servicesmanagement1.pptxVIP

‘Productive is all labour which fixes and realises itself in a particular subject or vendible commodity . . . unproductive is all labour which generally perish in the very instant of their performance.’ (Adam Smith, 1776)Part OneTHE NATURE OF SERVICESPart FiveAN INTEGRATED APPROACHPart TwoCUSTOMER LOGICPart ThreeHUMAN RESOURCES INSERVICEORGANIZATIONSPart FourOPERATIONS MANAGEMENT INSERVICE ORGANIZATIONSThe nature of servicesServices are becoming more and more important in the economy of the countries all over the word.2. Explain the main charateristics that distinguish services from good